Information Technology 019720 - IT Help Desk Representative

POSITION SUMMARY:

The general function of this position is to assist in the support of all activities as they relate to systems technology for the association. The IT Help Desk Representative will be responsible for maintaining and monitoring user workstation productivity perform a variety of maintenance, software installation, user support and training tasks to ensure user workstations and network performance meet company and user requirements. The IT Help Desk Representative will provide support to staff on all company-supported applications, troubleshoot computer problems, determine resolution, and perform responsibilities in accordance with all company standards, policies, and procedures. The technician will work with end users, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. IT Help Desk Representative will also be responsible for maintaining documentation and recording problems/solutions within the help desk tracking system.

ESSENTIAL FUNCTIONS:

• Serve as the first point of contact to provide quick and effective support for end users seeking technical assistance over the phone or email.

• Provides support to end users and maintenance of printers, software programs, hardware, and communication systems. Including equipment maintenance such as repair and component replacement.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Administers computers and users using Active Directory/Group Policies.

• Manages computer operation, scheduling, backup, desktop imaging, storage, and retrieval functions. Including diagnosing and resolving minor network issues.

• Direct unresolved complex issues to the next level through process of escalation.

• Responsible for accurate documentation and follow up, collating reports as directed.

• Maintains detailed asset records for all PC hardware and software.

• Works with IT Manager in coordinating the development and maintenance of training programs that meet the needs of a diverse work force.

• Actively participates in special projects as assigned.

• Be visibly involved w/ members, volunteers, and staff in a positive, friendly manner.

• Responsible for following the child abuse and neglect reporting process including completion of Suspected Child Abuse/Neglect reporting form, calling children protective services (696-Kids) and notifying your immediate Supervisor, Branch Executive, Risk Management and Human Resources Department (s). All employees of the YMCA of Greater Cleveland are mandated reporters for any signs or suspicion of child abuse and neglect.

• Follows all established policies and procedures, including but not limited to, safety practices and personnel policies.

• Participate in and support association events and fund-raising activities.

• Maintain a clean and orderly work environment.

• Secure required trainings and/or certifications necessary for the position.

• Other duties as assigned by supervisor.

QUALIFICATIONS:

Education:

• Associate's degree in Computer Science or Information Technology from an accredited college or university or equivalent work experience

Experience:

• 1-3 years' experience providing IT Help Desk support

• 1-3 years' experience with IT Helpdesk and ticketing systems

• 1-3 years' experience in Microsoft windows applications, or a combination of education and related work experience

• Preferred Experience with virtualized computing environments including Hyper-V

• Preferred Experience with Windows Active Directory, DHCP, DNS, and IIS environments

• Preferred Experience with administering Office 365 including Teams, OneDrive and SharePoint

Certification(s)& Requirements:

• Preferred certifications: A+, Network +, Security +, Microsoft Certified Desktop Support Technician (MCDST), Microsoft Certified Systems Administrator (MCSA) or comparable equivalent.
• CPR and First Aid certification and Safety training required within 90 days of hire.

Technical Skills and Knowledge:

• Must have excellent communications skills, both written and verbal. Ability to listen and deliver end user needs with timely follow up. Excellent phone and presentation skills.

• Ability to prioritize and manage multiple tasks, ability to work with minimal direction/ instruction

• Good understanding of computer systems, mobile devices, and other tech products

• Good understanding of LAN design, network protocols, client configuration, IP addressing, and remote connectivity.

• Must be able to model the key attributes; Welcoming, Genuine, Hopeful, Nurturing and Determined

• Must show commitment to the mission and cause of the YMCA and uphold its values and ethics.

• Ability to work effectively work with people of different backgrounds, abilities, opinions, and perceptions.